Deskside Support Technician

Position Summary:
Deskside Support Technicians build productive working relationships with customers and IT team members to perform analytical, technical and administrative tasks in the planning installation, education, trouble-shooting and maintenance of PC hardware, software, and handheld devices. This includes the responsibility of identification, prioritization, and resolution of incoming problems and other requests by first attempting to assist the user and then, if necessary, routing the requests to the various other Information Services team members. The Deskside Support Technician will also contribute to problem resolution by performing technical support to user's in-person and/or remotely. Throughout the process, carefully and thoroughly document issues and resolutions and investigating root causes to avoid repeat of re-occurring issues.
Key Responsibilities:
Process incoming tickets/requests to the Client Services team ensuring courteous, timely, and effective resolution of end user issues.
Maintain, monitor and practice departmental standards, policies, and procedures including established service level agreements.
Performs basic setup and configurations of Telecomm equipment such as phone line punch downs and desk phone setups.
Coordinate with client services team members as well as other teams and/or perform deskside escalated hands-on and/ or remote fixes at the machine level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Performs analytical, technical and organizational task planning for coordinating user fulfillment requests, including software reconfigurations.
Provides status reports, problem summaries and project status as required.
Research new technology to remain up to date on newly available end-user hardware and software.
Identify, recommend, and assist with both formal and informal development/training for end user training programs to increase computer literacy and self-sufficiency. Including development of; help sheets, usage guides and FAQ lists.
Maintains inventory of all PC hardware, including field and remote sites.
Work with other departmental teams to research new systems technologies, oversee installation, and resolve adaptation issues.
Work with the technical server, network, Telco and data center operational teams to perform hands and feet support for basic server, network, and Telco administration including tape backup support at local offices onsite and remote.
Assist with development, implementation, and training procedures and policies for team.
Completes additional responsibilities as assigned
Job Requirements
Recommended Qualifications/Skills:
High School diploma required. College degree in Computer Science is preferred.
5 - 8 years experience in a technical environment
CompTIA A+, MCITP-Support Technician, and MCP Server 2003/MCTS 2008 certification required. OR passing grade in ElementK equivalent courses required. Additional Microsoft Certifications (MCITP, MCDST, MCSA, or MCSE.) a plus
Comp TIA Network+, Server+, Security+ or Convergence+ is a plus.
Exceptional knowledge and experience supporting computer hardware (hard drives, memory, mother board etc.) and desktop accessories and peripherals (monitors, docking stations, printers, and PDA/iPhones etc).
Lenovo certification preferred
4 -6 years of experience with computer hardware, including hard drives, memory, mother boards, etc.
PC fundamentals and 3 - 5 years supporting desktop application software, including Microsoft Office, Antivirus, Citrix, VPN client, and an enterprise email client.
Basic support experience with Outlook, AS/400, and iPhone troubleshooting.
4 -7 experience with desktop and server operating systems, including Windows XP/Vista/7.
3 - 5 years of experience working with Active Directory.
Working knowledge and/or 2 - 4 years of experience utilizing a range of diagnostic utilities, including Lenovo and Dell System Utilities preferred.
Exchange/Outlook troubleshooting, Citrix and MS SCCM/SMS administration experience a plus.
Requires basic understanding of telecommunication equipment and systems.
Ability to absorb and retain information quickly.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
ADA Physical/Mental/Workplace Requirements:
Occasional lifting up to 25 lbs.
Sitting, working at desk/personal computer for extended periods of time.
Primary work environment is professional corporate office.
Ability to travel commercially.

Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.

More Jobs

TSG Support Technician with Driving
New York City, NY PDS Tech Inc
Desktop Support Technician - Windows / AD
New York City, NY Kforce
Help Desk Support Technician
New York City, NY Sirius XM Radio Inc.
Team Support Technician Utilities
Syracuse, NY WestRock
Helpdesk Support Technician - eCommerce
Buffalo, NY Ingram Micro